Customer Service Manager

Shalonda Y. Payne

Phone: 773-***-****

***** ***** **. *** ***

**************@*****.***

Cypress, TX 77429

Professional Summary:

> Customer Service Professional with a strong background in Human

Resources.

> Strong organizational skills with ability to focus on details.

> Proficient knowledge and use of Word, Excel, PowerPoint, Outlook and a

familiarity with Windows operating system.

> Proficient in HRIS applications: Taleo, Oracle, PeopleSoft, ADP and

SharePoint.

> Ability to find innovative alternatives to issues prior to evaluating

and making decisions.

> Problem solving skills with the ability to demonstrate a disciplined

and logical thought process for each situation.

> Anticipates problems before they escalate. Able to be prepared to

propose a solution.

> Excellent customer-oriented focus with outstanding communication

skills and the ability to listen and understand participant and client

issues.

> Presence of mind to seek clarification and confirmation when necessary

to avoid errors.

> Dependable, honest and energetic coupled with a strong team spirit and

the willingness to multi-task.

Professional Experience

Homemaker December

2010 - Current

Benefit Express, Arlington Heights, IL Client Service Analyst

October 2007 - November 2010

. Process all enrollments for active, COBRA, retiree, etc. participants in

a timely and efficient manner in accordance with client specifications.

. Work with the Premium Reconciliation team to resolve carrier invoice

issues.

. Perform all new hire/termination processes and all life event changes.

Be sure all work is checked.

. Process all census, payroll deduction and carrier files in a timely and

accurate manner. Process according to the calendar for each client which

is critical for timely, seamless coverage changes, additions and

terminations.

. Process all monthly reports on a timely and efficient basis.

. Analyze all participant eligibility listings.

. Analyze all carrier discrepancy lists and resolve issues. Work closely

with the Active Team manager and the Project Manager to ensure that all

issues are resolved.

. Process audits and work with the Active Team Manager and the Project

Manager to ensure that all issues are addressed. Update data as required

as a result of client audits. Verify changes as necessary via reports,

profiles, etc. Expand understanding of how data issues affect

participants.

. Under the direction of the Active Team Manager, provide detailed report

specifications per client request. Work closely with other staff members

to standardize this process as much as possible in order to use for

future client cases.

. Serve as primary contact for Benefit Express Customer Service

Representatives. Coordinate all necessary Tier Two Call Center calls to

ensure prompt answers and necessary follow up, including Issue/Call

Tracking and documentation to individual participant files.

. Attend weekly client status meetings.

. Work with Active Team Manager and other management team members to

identify training issues and suggest process improvements to streamline

customer service efficiency.

. Regularly review all processing case documentation and ensure that all

corrections that are made are complete, up-to-date and thoroughly tested.

. Create and/or maintain filing system for processing work that is

organized and easily retrievable.

. Perform any/all other duties as deemed appropriate by the Active Team

Manager to ensure that our client's needs are met.

Wolters Kluwer, Chicago, IL Benefits Specialist

July 2006 - July 2007

. Administers leave administration, including determining an employees

eligibility, assisting vendor in processing claims, maintaining proper

documentation, etc. Corresponds with employees or employees departments

concerning leave status, etc.

. Maintenance of the Human Resources/Payroll system including: entering and

updating employee data

. Investigates, mediates and resolves disputes, problems, questions and

issues between employees and vendor and payroll

. Oversees long term disability and optional life insurance conversion form

notification to employees transitioning from short term disability

. Assists employees, managers and HR Reps seeking information and guidance

concerning the various leave options available, as well as advise

concerning leave policies, procedures and applicable federal, state and

local legislation

. Utilizes the HRIS system and other software systems to analyze data,

create reports, and submit information for leaves on a monthly basis

. Administer 401K, including weekly contribution funding report, updating

personal data as needed, submitting service request to vendor for changes

in loans, provide payroll with loan and/or distribution elections and

monitoring monthly loan deferral reports

. Completes death claims, and assists beneficiary/family members in

understanding and obtaining 401k/survivor benefits

. Process QDRO & QMSCO orders

. Carries out special projects, as assigned

Human Resource Representative

November 2005 - July 2006

. Participate as member of the HR team to implement strategy and manage

team projects

. Facilitate new hire orientation

. Serve as first-line support to all employees, past & current, retirees,

outside vendors and HR Business Partners

. Consult with internal and external customers to address

operational/transactional HR inquiries on policy interpretation topics,

process administration, and provide timely case management resolution

. Responsible for providing quality customer service by helping employees

to understand, work with and use Wolters Kluwers online tools available

. Manage Tuition Reimbursement

Mercer Human Resource Consulting, Deerfield, IL Customer Service

Representative February 2005 - November 2005

. Resolve complex client & member inquiries with respect to pension

benefits, eligibility and forms completion

. Interpret plan documents & follow administrative procedures related to

benefit calculations

. Participate in administrative consulting projects as required

Hewitt Associates, Lincolnshire, IL Human Resource Specialist

July 2002 - December 2004

. Expert resource through management of client's Leave Administration,

Recruiting processes and other Human Resource processes

. Liaison for Sony employees and managers

. Resolve escalated issues through research, problem solving and depth of

knowledge in client processes and procedures

. Provide quality customer service by helping employees and managers

understand, work with and use Sony HR and benefit plans accurately and

effectively

. Updating records with information related to beneficiaries, dependents,

coverage, elected options & evidence of insurability

. Research unemployment claims

. Dispute/Appeal, Imaging & Messaging coordinator

Benefits Administrator

January 2001 - July 2002

. Lead on Plan Management and retiree research team

. Assisted HR contacts, managers and employees in resolving complex HR-

related issues

. Benefit calculations, data management and process improvements

. Served as a liaison between the employee, client, and third party vendor

contacts in resolving complex leave of absence administration issues

. Train new hires in various computer and customer service techniques

. Escalation call team

Benefits Case Manager May 2000

- January 2001

. Benefits liaison for new hire and transfers during their on boarding

process

. Engage payroll through Oracle

. Resolve complex questions and issues arising from inbound and outbound

calls

Education

Some College (Most course credits): Human Resource Management & Office

Information Technology

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